Global IT Service Desk Lead

1 month ago


Macclesfield, United Kingdom AstraZeneca Full time

Are you ready to leverage technology to impact patients and ultimately save lives? As the Global IT Service Desk Lead, you will lead the IT Service Desks across 6 different locations, in a multi-vendor landscape. Your focus will be on negotiation and development of relationships with both internal IT teams and external suppliers to ensure delivery of excellent IT services to AstraZeneca business customers underpinning Employee Experience.

**Accountabilities**:
Your role will drive technology changes and service management activities to ensure services are delivered in accordance all Service Level Agreements, contractual and business requirements. New and improved services will be developed and introduced without risk to business functions. You will drive the development and implementation of performance measurement and management mechanisms to drive service enhancements and seek opportunities to enhance IT’s contribution and value to the business.

**Essential Skills/Experience**:

- Solid experience of leading an IT Service team
- Strong experience of developing and managing relationships with both customers and suppliers
- Demonstrated leadership abilities, including coaching, mentoring, and team building skills
- Customer Service Management background
- Ability to work efficiently and prioritize tasks in a fast paced environment.
- Experience with contact channel technologies
- Service Desk management experience
- Leading vendors and governance to contracts.
- Strong influencing and negotiating skills
- Strong analytical and problem-solving skills, with a focus on continuous improvement.
- Superb communication and interpersonal skills, with the ability to communicate effectively with users at all levels of the organization.

**Desirable Skills/Experience**:

- Business Administration / Information Service Degree
- ITIL training / service management accreditation
- Technical skills, awareness, and experience
- Customer Service accreditation
- Experience in IT service management tools such as ServiceNow, Genesys or Avaya.
- Ability to work well in diverse, multinational teams and the ability to influence others to achieve positive outcomes

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That’s why we work, on average, a minimum of three days per week from the office. But that doesn't mean we’re not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and daring world.

**Why AstraZeneca?



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